Borders Customer Service Complaints - page 2

Over the years I have spent literally thousands of dollars at Borders but will never shop there again. I have the Borders rewards card, make frequent book purchases for charity purposes and otherwise made an effort to support Borders as they are my local bookstore. I recently purchased two small books about death for my daughter who was having trouble with the issue. My wife reviewed them and found then not age appropriate. In the meantime, I did lose the receipt. I spoke with a manager and explained the situation, stating that I only wanted to exchange the books, that I purchased it with my debit card and on what date, and that I had $5.00 in BordersBucks applied to the purchase. Her response is there is nothing I can do except look for the receipt. Absolutely infuriating. Most businesses can look up a purchase on your card and its no problem. My loss: about twenty bucks. Borders: thousands as I will never buy from there again. Stupid!

As noted by others on this site I also purchased a Velocity Cruz tablet which wound up being garbage. regardless of the product I returned it for a full refund as stated on their policy website.
I was sent a GIFT CARD! I was supposed to be refunded on my credit card. I called and was told they would void the gift card and refund me within 14 days. A MONTH later no refund was recieved. I called again and was told they would trace the refund and send me a check within 14 days. It never came again. I called again and was told they would trace it again and it would take another 14 days. I Insisted that was not acceptable and wanted my refund immediately. I was put on hold again (as I am typing this)..

What's the point in having a phone number when your customer service reps barely speak english, do not resolve anything, refuse to give you information (operator i.d.)to identify them later, and then put you on hold indefinitely when you ask for a supervisor? I LOVE Borders - their physical locations, that is. I will never try to order anything online again though! And, I definitely won't be calling their customer service line for anything. It's an exercise in futility.

I will NEVER again shop at Borders. I purchased a Velocity Cruz Tablet that I waited two months for. It does not work and they have given me nothing but a run around. My son (who does tech support) called the manufacturer who told him to do a hard reset. He did several times and each time the same thing happened. The touch screen does not work. I called Borders two times and they said they were e-mailing me something to return it at no charge. The e-mails never came. Finally, two days later I was able to reach someone again (because they had phone issues) and they said their policy has changed. I need to try and get it fixed through the manufacturer who said it might cost me because it took so long for me to get it from my order date. If Borders is not standing behind items they sell you, then why shop there. There are plenty of other places to shop than Borders.

Tonight my partner and I dealt with a very rude, insulting staff member at Borders Carlton.

When we entered the queueing aisle, we and the customer in front of us were told to queue from another point because
there was some broken glass near where we were standing.

This was fine - although we were directed to walk back through the area with broken glass - until one staff member asked the one who was presumably responsible for clearing the area why we had been there.

Keeping in mind we were all within maybe five metres of each other, the second staff member became angry and loudly made a rude, sarcastic comment about how she put a barrier in the aisle but the customers just ignored it, that she thought they would be smarter than that, etc., clearly intending for us to "overhear". I couldn't believe how rude and unprofessional she was to address us in such a childish, catty manner, much less openly call us stupid.

By the way, the barrier she was referring to was a bit of junk on the floor (a pole from a shelf?), not out of place since the store is packing up for closure. She had not,
however, moved the "Please Queue Here" sign.

Based on their current customer service quality, Borders will soon be out of Chapter 11 Bankruptcy and moving to Chapter 7 Bankruptcy, which is complete liquidation and the closing of the firm. The service is that bad.

After posting my 3/22/11 8:25AM comment, I asked for a refund. I had ordered a book IN EARLY FEBRUARY that was listed on the website as available. After ordering the status became "backorder." Borders charged my credit card but I never got the book or any e-mail about expected date. When I asked why my card was charged, the customer service representative said it was so Borders could make sure I would pay for the book.

I got the refund TWO MONTHS after my request and multiple calls. It came in the form of a gift card. So I had to spend ten bucks in gas to redeem it, since all the area Borders are closed.

It is no wonder Borders is going out of business. On April 27th, I placed an order for my daughter for 3 books. The total order cost was under $30. A week and a half later, I received a package with someone else's order and invoice in the box. My order was MIA. I contacted Borders. They said I needed to ship the items back to them, but they would be nice and send me a FedEx prepaid receipt. I did just that. Weeks went by. My original order still had not arrived. I contacted Borders.com again. They had no idea why my original order didn't ship. Borders.com said that they would ship my original order (from 4/27) overnight. Today is June 2. I received only ONE of my items! So, once again, I contacted Borders.com. This time, they said that each item had to go out by itself. I now have to wait for the final two items. Six weeks later, and still waiting. I will never use this company again. Barnes and Noble, Amazon, anyone but Borders.

Regarding my previous posting of 5/24/11 about their "IN STOCK PROMISE." I finally received an email from customer service stating that one has to CALL customer service to get the free shipping on the "IN STOCK PROMISE." I can't verify if that is true, since I already bought the book elsewhere.

My husband got a gift on his birthday. I went to our watertown store and they told me no exchanges were made without a receipt.
I said "It was a gift!"

The customer service representative said "Take it to Wal Mart, they take any items without a receipt."

Wrong answer....

It was your merchandise and that statement was very insulting to me.
I am a very well respected individual in this area and have also been an employee for the government the last 20 Years....

I am an honest and hard working individual................

I have been extremely disappointed and dissatisfied with special orders that have never reached me. No wonder your chain is in trouble

I went to my local Borders store for a book. Their inventory said they had 4 but none could be found. I then asked the clerk about getting it shipped free under their "In Stock Promise." He told me that didn't apply to in-stock at the store but the website?? I read him the sign in front of him, "Can't find it in the store? We will ship it to you free." After arguing with me, he finally called the manager who told me the process was to order it online and the free shipping option would show in the cart. I got online and couldn't find anything about how to get it shipped free under the "In Stock Promise." I then emailed customer service, explaining that I was ordering an item unavailable in the store and asking how to get it shipped free. Their long awaited reply was to list all the options for free shipping that are normally available but never answered my question about the "In Stock Promise" shipping option. They are making a big deal about this "In Stock Promise" but obviously don't want you to actually USE it.

The people from India I talk to are very sorry for all my problems! I ordered books some came some didn't but Borders took all the money but cant seem to help. Hope they go bankrupt all of them. You would think they could come up with a book to replace the ones that didn't come. DO NOT DO BUSINESS WITH THEM

Worst customer service ever. I have been dealing with a misdirected book since April 16th. They replaced the order (after several phone calls) and a book arrived - the wrong one. I had the right packing slip, but the wrong book. Next, I've spent time on 2 phone calls and they STILL haven't corrected my order.

The Borders.com customer service LIES. I ordered a book and I never received it. There was no note or anything that a delivery had been attempted but I used the tracking on the original order. It listed two attempts (lies). And I called Fedex who told me that they didn't deliver it, the post office did. I then contacted Borders.com. The person told me that they were going to send out a new one and expedite it. They LIED. I never received it and they also did not put the order into my account! I'm going to have to contact my credit card company. I ordered something from Amazon.com since and already received it. BORDERS is going to go out of business for sure because the stores are good but they are closing. The Borders.com is worthless.

The Borders.com customer service LIES. I ordered a book and I never received it. There was no note or anything that a delivery had been attempted but I used the tracking on the original order. It listed two attempts (lies). And I called Fedex who told me that they didn't deliver it, the post office did. I then contacted Borders.com. The person told me that they were going to send out a new one and expedite it. They LIED. I never received it and they also did not put the order into my account! I'm going to have to contact my credit card company. I ordered something from Amazon.com since and already received it. BORDERS is going to go out of business for sure because the stores are good but they are closing. The Borders.com is worthless.

placed an order on march 5 trying to use up a gift card before they become useless due to bankruptcy. Order status said backordered and will ship 2-4wks, with ship date of mar 17-apr2. it's MAY 5, and the order status still says "est ship mar 17-apr2". contacted customer service and they just repeat what the web site says.

no customer service at all. seems like they have no intention of ordering a backordered item, and will never fulfill it. no wonder they are going bankrupt.

Never again. will be going back to barnes and noble and Amazon.

I ordered a book on march 25 online. decide to return it as its not the right text book, teacher were wrong. I sent it back through fedex and they receive it on april 6th . till this day may 4th no refund they cant even locate the book on the warehouse. I sent two messages through emails a week ago no reply I called many times on the phone each time I cant even understand most of the english they keep giving me new reference number and telling me to wait. very upset that was my 1st purchase with them and the last. customer service is bad and its like not even on earth.

I have been a loyal Borders customer for many years however I will not purchase from them in the future. Ordered a book that was back ordered on line to be shipped to my local store. The store has since closed and they shipped the book anyway to the closed store. Was told two weeks ago they would re-ship the book to my home and I am still getting e-mails and phone calls asking if I still want the book! I know customer support does not have many working for them that English is their first language but they can't seem to understand I still want the book for which I have paid.

worst on line web site , tried placeing order with reward balence ,contacted customer service ,reply was their web site is having a problem . told me to wait till it becomes ok . finally my reward expired . waste of time and money .

I have regularly received Borders Plus Rewards email regarding discounts. I have been a good customer and have paid more for books,dvds etc. just to keep my local store in Traverse City, MI open.But for the last six weeks nothing. I called customer service time after time and nothing happens. I email them and keep being told that I must be having problems with Outlook Express.Not true. For the last three weeks I have gone back to ordering from Amazon.Hopefully in the future Barnes and Noble will take this store over.

The Yakima, Washington store 513 plays their
overhead music so loud they must think we
are all deaf. I also wonder why they think
a diverse group of customers would like any
music they would play.

I HATE BORDERS....

i talked to a representative named cheryl i can't barely understand her...

she should go back to school.. OMG.. she should be fired

I orderd 4 Kobo's on black Friday and after I checked out it said they were on backorder. I called customer service several times to see if they knew when they were going to ship. These were Christmas gifts! After no help from the Phillipines, I went to my local store and they called customer service and canceld my order and I purchased the Kobo's there. 2 days later I get an email saying my Kobo's have shipped. I called customer service and they said to return them and they would give me a refund. I returned them in December. This is April and they have not refunded my money. I am REALLY sick of calling them and getting the run around. NEVER buy from the .com!!

If you are looking for audiobooks online store, avoid http://audiobooks.borders.com! They so called "customer care" is actually arrogant an ignorant bunch of idiots.

After I failed to buy several audio books (for territorial licensing reasons ), I asked them to cancel my user account. First they ignored me at all. Then they started to post me all over again the same nonsense requests to provide them with my personal access data. I sent them everything again and again.

Well - last week they wrote me my account was cancelled. Anyway - ten days later I did a try - and what a surprise: My borders.com account is still up and running.

So - simply avoid them. Don't buy anything from Borders!